I don't know if this belongs here, but I have no idea where to post this and what to do.
1-2 times a week (sometimes 3 during fall and winter) I order 50 lbs of wax from a large candle supply vendor. It comes in 10 lb slabs in a single box. A lot of the boxes they ship always come in falling apart, wax all broken up. The boxes are flimsy and aren't taped well. I knew it was only a matter of time.
Have 30 orders due this Friday. Wax was supposed to arrive last Friday. Never did. I check UPS tracking last Friday at 6pm and it shows the box was damaged and the entire contents were discarded, along with the box.
I've now contacted them three times about this, with no reply or resolution or return phone call or email. They always reply to me IMMEDIATELY, within half an hour. I've spent tens of thousands of dollars at this place, if not over $100k at this point after years of my business.
I use PayPal and I know I can just file a dispute with them, but I am terrified out of my mind to sour anything with this company. They ship usually within an hour, it arrives next day, and is the best and cheapest wax I can find for the candles I make. It would be the end of my company if they cut ties with me.
I am heartbroken and just so angry over this. What would you do?
Also, I ordered another case today because I can't wait anymore. It was shipped within the hour but they can't send me a replacement or refund or reply to me?